BPP

BPP University is dedicated to delivering a dynamic, student-centered experience across its diverse programs. As part of their mission, BPP uses SmartSurvey to capture feedback that monitors multiple touchpoints of the student journey.

With SmartSurvey, BPP has transformed feedback collection into a streamlined process, enabling the team to access insights that drive meaningful improvements across the organisation. Their  approach has not only enhanced their student satisfaction monitoring but also ensures BPP’s commitment to a high-quality educational experience is consistently met and communicated across their institution.

The challenge: fragmented feedback and time-intensive analysis

Before adopting SmartSurvey, BPP faced a time-consuming and disconnected feedback process which resulted in low response rates and high dropout rates that were mainly caused from the way surveys were built and delivered before implementing SmartSurvey.

In the past, BPP’s surveys often included lengthy and sometimes redundant questions, requiring students to re-enter information already available in BPP’s internal systems. This type of approach often leads to survey fatigue, as respondents can feel overwhelmed by the volume and repetitiveness of questions.

Oliver Shreeve, Principal UX Researcher at BPP, explains:

"We used to struggle with dropout rates and survey fatigue because we were asking the same questions again and again. We needed a way to streamline that and gather meaningful feedback without overwhelming our students."

Additionally, survey fatigue led to incomplete responses, which, in turn, required the BPP team to manually follow up with students who hadn’t completed their surveys. This approach added a considerable amount of time and effort to the data collection process without necessarily improving participation rates.

Traditional survey methods made it hard to fulfill the rigorous reporting expectations from stakeholders, leaving gaps in understanding student needs at various touchpoints and it was clear that a more advanced insights solution was required to help solve BPP’s challenges.

The solution: integrated feedback collection and real-time insights

With SmartSurvey, BPP created an integrated approach to student feedback, allowing them to streamline survey distribution, remove redundant questions, and improve response rates. This transformation reduced the complexity of survey experiences for students and helped BPP achieve a more holistic view of student interactions across multiple touchpoints.

Oliver shares:

"It's because of the amount of flexibility that I'm being able to find with it. We can include participant data into the email tool. Meaning, we don't actually have to ask the students  redundant questions, which then dramatically lowers the size of the survey, which then dramatically hikes the response rate."

By leveraging SmartSurvey’s data integration capabilities, BPP was able to personalize surveys with pre-filled information, reducing survey fatigue and encouraging meaningful student engagement. This seamless integration allowed BPP to ask only the questions that mattered, instead of overwhelming students with lengthy forms.

The real-time dashboard feature also empowered BPP’s product and service teams to monitor satisfaction metrics as they happened, shifting from quarterly or annual reports to actionable, live insights. This immediacy has enabled BPP to adapt quickly to student needs and drive improvements in response to real-time feedback.

"Seeing three questions is so much easier to get responses to and engagement with than eight questions, because that way you don't have to ask people, 'What are you studying? What is your actual course? How long have you been with us?' That just gets integrated into the data.

With SmartSurvey, we have the ability to pull in pre-existing data which helps reduce the size of surveys and boosts response rates. Now, students aren’t overwhelmed with questions they’ve already answered!"

BPP was also able to implement custom workflows that automatically followed up with students who hadn't completed surveys, ensuring higher completion rates without adding manual work. This, coupled with SmartSurvey’s real-time analytics and seamless integration, created a unified feedback experience that BPP could use to drive improvements at every stage of the student journey.

Enhanced response rates, actionable insights, and cross-departmental alignment

The shift to SmartSurvey’s led to a significant increase in survey response rates, offering a seamless experience for students.

Teams across BPP—from product to design—gained the ability to access insights instantly via the SmartSurvey dashboards, ensuring that if a feature or process required adjustment, they could make informed changes immediately.

Oliver:

"Our teams can now access insights themselves rather than waiting on quarterly reports. If a change we make isn't resonating with students, we know right away and can pivot. With SmartSurvey, our feedback loop is quicker and more effective. We can tell our team, ‘This isn’t just feedback, these are actual insights that will help improve our organisation."

With SmartSurvey, the feedback loop became faster and more efficient, transforming feedback into a strategic tool for continuous improvement. This quick access to insights allowed teams to optimize each student interaction and address issues as they arose, fostering a responsive and data-driven culture across the institution.

Oliver:

"Data helps us actually know what to do and know it'll have an impact. This means that it's not just fixing and it's not just what features—it's actually showing that the ROI is moving and is moving in the right direction."

SmartSurvey’s real-time insights provided BPP with the flexibility to adjust and improve processes on demand, helping align every department around a shared goal: creating an exceptional and data-informed student experience.

Strategic impact through dashboard insights

SmartSurvey became more than just a feedback tool for BPP—it turned into a vital strategic asset. SmartSurvey’s dashboard feature has transformed how BPP University’s teams access and respond to insights, moving from static quarterly reports to dynamic, real-time metrics.

With SmartSurvey, BPP’s product, design, and service teams can view up-to-the-minute data, allowing them to monitor satisfaction metrics across each stage of the student journey and make adjustments immediately.

Having data centralised and accessible in live dashboards has created a self-service model, where every department can check their own metrics, spot trends, and proactively identify areas for improvement. By visualising key metrics directly in the platform, The BPP have increased their agility and responsiveness to student needs, creating a more streamlined approach to improving student satisfaction.

“Dashboards have become essential for our team’s responsiveness—we no longer wait for quarterly reports to see where adjustments are needed. The dashboard is a self-serve, real-time tool that empowers teams to stay informed and act on insights independently.”

This capability has not only improved efficiency but also empowered teams to act based on real-time feedback rather than relying on delayed, accumulated reports.

The metrics derived enable BPP to communicate the tangible impact of improvements directly to their board of investors, demonstrating clear ROI and progress toward organisational goals.

Oliver explains:

"These numbers are not just going for the product team; they're actually going up to C-Suite and the people above them. SmartSurvey has streamlined our ability to present live insights in all levels of the organisation"

Through SmartSurvey’s real-time dashboards, BPP University has established a continuous feedback loop that enables rapid responses to student needs, strengthens collaboration among departments, and ensures every team is aligned with the university’s commitment to enhancing the student experience.

The platform’s flexibility allowed BPP to tailor surveys across various student segments, capturing diverse feedback while minimising survey fatigue.

At BPP, data isn’t just a metric; it’s the lifeblood of every decision. By putting insights directly into the hands of every team, they’re breaking down barriers, making it effortless for anyone to see and act on what matters most to students. It’s about more than transparency—it’s about creating a culture where data drives meaningful action and every pulse of student satisfaction is felt across the organisation.

Oliver explains:

"Data is power and we're trying to democratise the data because that way it’s not gatekept. The insights are now available at any point to anyone and it will always be the heartbeat of user satisfaction."

As BPP continues to expand its survey reach, SmartSurvey remains an adaptable partner, aligning with their mission to maintain a high standard of student satisfaction across all levels.